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Workiz — Phone Hub
Designed multiple features for Workiz Phone, helping create a more cohesive experience.
Problem
The Phone experience had several usability challenges that needed to be addressed to make key product features easier to use and improve overall product metrics.
01
Lack of transparency
Admins lacked real-time visibility into their current plan, usage and limitations unless they navigated to billing page or contacted support.
02
Navigation
Key phone features were hidden in the side panel and weren’t easily discoverable.
03
Overwhelming filters
As more filters were added, the overlay became overloaded, making it harder for users to quickly find and sort the results.
04
Friction in setup flows
Users hit registration-related issues, with no clear guidance to resolve the issue.
Goals
🎯
User goals
Discover and use available Phone features
Monitor plan usage and avoid service interruptions
Quickly identify and complete required actions to unlock functionality
📊
Business goals
Increase adoption of Workiz Phone features
Improve completion rates of critical compliance flows
Grow messaging volume and reduce support tickets
Increase self-service purchases and plan upgrades
Convert users from legacy plans
Discover & define
We worked through the Phone experience in phases, iterating quickly but using UX research to guide the improvements.
↳ Platform patterns & user interviews
Sessions with admins and dispatchers to understand how they interact with Workiz Phone features. I audited existing Workiz experiences to identify reusable patterns, including the structure previously implemented for Workiz Pay.
↳ Analyzed data
Reviewed Canny requests, support tickets and session recordings to understand user engagement across pages.
↳ Benchmark research
We also benchmarked competitors and similar products to explore best practices for guidance and registration flows.
💡
Key insights
01
Minimize navigation clicks
Users should be able to move between related pages without unnecessary back-and-forth navigation.
02
Always visible
Important statuses, limitations and required actions should be presented upfront, without requiring users to leave the page or contact support.
03
Layout hierarchy
Layered layouts where secondary and tertiary information is exposed through hover overlays and tooltips.
04
Messaging control & compliance hub
Users need a unified way to manage texting configuration and see compliance and registration status.
Design & deliverables
Navigation
01
After analyzing the data and reviewing the platform experience, I restructured navigation by moving key features from
the side panel into a tab-based layout. This increased consistency between product pages and made features visible.
As a result, the experience became more transparent, with quick access to key features and a more intuitive, discoverable navigation.
Overlays
02
Advanced filtering
As the number of filters increased, I introduced a two-level overlay hierarchy: a category list menu and filter chips on selection. This streamlined the structure, reducing visual noise and enhancing overall usability.
Additionally, the design created opportunities to present new filter options and promote upgrades. The new filter logic served as a structural system improvement that drove user conversion, aligning with an important business goal.
Usage progress bar
The usage progress bar is an important UI element on this page, providing visibility into the status of the Workiz phone's remaining balance. It also signals when a recharge or upgrade is needed.
This helps users take action before running out of plan credits, improving the customer experience while supporting revenue through timely recharges and upgrades.
Texting tab
03
Our research revealed that users perceive regulatory submission flows as complex and high-friction, often discouraging completion. To address this, we introduced an entry screen that reframes the experience — shifting focus from complexity to value by clearly highlighting what users gain upon registration.
Results & impact
01
High interaction volume
Usage is led by Phone Numbers, Phone Calls and Call Flows showing strong adoption and retention potential.
02
Strong adoption of a progress bar
Although not a primary action, the progress bar achieves 18.7% usage, showing strong visibility and meaningful value as a lightweight contextual signal.
03
High conversion in Texting registration flow
69% of users who opened the Texting tab started the form, with 80% completion from starters. Overall conversion at ~55%, indicating a strong and efficient onboarding flow.
See more
Designed experience for AI call & message answering assistant
SaaS
Web App
AI feature
Shipped
Creating a unified design language for a growing product
SaaS
Web App
In progress